Zappos Cx Program – Delighting Customers

Most of us have heard of Zappos as a distinct etailer – read shoes – based in LV, USA. Some of us may have known or experienced their customer-driven culture. Zappos believes in investing heavily in their employees’ training and development on a continuous basis.

Zappos believes constantly improving and empowering employees will result in heightened customer service. Of course, aptly aided by their culture and policies. Here is what you need to know to get a view of their customer policies, including a list of things that differentiates Zappos.

Empowered Employees

  • No call times, no sales-based performance goals for representatives
  • The telephone is considered for them one of the best branding devices available
  • 5 weeks of culture, core values, customer service, and warehouse training for everyone in Las Vegas office
  • A Culture Book
  • Interviews & performance reviews are 50% based on core values and culture fit.

Delighting Customers

  • Free return shipping
  • 365-day return policy
  • Most customers are “surprise” upgraded to overnight shipping
  • Friendly, helpful “above and beyond” customer service
  • Occasionally direct customers to competitors’ web sites
  • Encourage customers to order multiple sizes if they’re unsure of what to order.

Did any of you try but didn’t find the right size at Zappos?



You can expect to receive your opportunities – Buyers interested in engaging and buying from your business.

A Dashboard view helps you monitor the progress across the channels/modules you opted. Further, you can use “Refine Criteria” capability to sharpen your ICPs/Buyers focus to enhance the results.

Your CSM will work with our Campaign Team to handle the account setup and provide comprehensive DATA containing key decision-makers, along with custom messaging based on your unique offering and best practices from thousands of experiments.

Our Campaign Team will implement strategy, analyze performance, and provide data-driven experiment recommendations (A/B Testing, Analytics) ensuring optimum results for you.

When you sign-up, you will be guided through the on-boarding process to help us understand your Ideal Customer Profile (ICP) and Buyers across roles, industries, company size and locations. We include Sales/Account Intelligence to gain deeper insights to prioritize outreach.

You will be assigned a dedicated Customer Success Manager (CSM) for a detailed walk-thru of the on-boarding process, deep-dive into platform and strategies to optimize results.

On-boarding to Activation – 1 week or less.